EMEA Customer Engagement Program Manager

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're proud to be one of FORTUNE's 100 Best Companies to Work For® and World's Most Admired Companies® 2022.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

Team

The EMEA Customer Engagement team drives the always-on engagement journey, collaborating with stakeholders from multiple teams across the business, to create long term trusted relationship with key customers.

Role

Reporting to the EMEA Customer Engagement Director, the EMEA Customer Engagement Program Manager, will be responsible for the design and execution of the EMEA Customer Engagement strategic program.

The objective of the program is to scale Executive to Executive customers engagements to elevate ServiceNow as trusted partners for our customers by:

• providing an “always on” model
• leveraging the moments that matter in the customer journey and increasing value and impact
• creating customer intimacy and lasting relationship

The successful EMEA Customer Engagement Program Manager is a Chief orchestration officer and a great connector, ensuring efficient, programmatic, cross functional efforts are geared towards impactful & best in class program execution. The successful candidate will also provide timely and efficient coordination of P4 / global leadership visits to maximise impact and accelerate relationship strength with our key accounts.

What you get to do in this role:

• Develop, implement, and maintain program strategic priorities that support our organizational growth objectives
• Work closely with the program sponsor, cross-functional teams, and workstream leaders to plan and develop scope, deliverables, required resources, work plan, budget, and timing for new initiatives
• Ensure a liaison with the global teams to align strategic and executions priorities
• Measure success and champion cross-fertilisation of best practices
• Drive culture/ change management to empower the teams to execute on Executive to Executive engagements priorities
• Lead cross-functional governance to maintain pace and progress and ensure seamless collaboration
• Analyze, evaluate, and overcome program risks, and produce program reports for management and stakeholders

Key deliverables include

• C-level engagements base line
• Power mapping of stakeholders
• Customer journey: mapping
• Process to leverage “engage app” workflow
• One source of truth/ 360 degrees view of the customer
• Streamlined and efficient coordination of P4 visits

Qualifications

In order to be successful in this role, we need someone who has:

• Program Management experience, ideally with a combination of marketing, communications and exec engagement within a high growth business
• A keen eye for efficiency, process improvement and scaling opportunity through programmatic approach
• Proven record in leading through cross functional teams
• Highly organised and experienced at managing multiple stakeholders
• Strong business acumen
• Strong communications skills
• Best in class program execution skills
• Proven ability to influence and shape
• Ambitious and innovative mindset with a focus on quality and creating a great experience
• Energetic self-starter with